|Announced on||Rollout starts||Rollout ends|
June 16, 2022
June 28, 2022
June 28, 2022
Who is affected?
The agent connectivity feature is only enabled for customers who are participating in the Agent Statuses EAP. See Announcing the Zendesk Agent Statuses EAP and Configuring agent statuses (EAP).
Previously if an agent in Agent Workspace set their status to online and then closed their browser without changing their status to offline or without signing out, or if the agent was unexpectedly disconnected due to a network outage, the agent’s status remained online until their session timed out. It took 15 minutes for an inactive session to timeout (though the duration could vary). During this time, the agent appeared to be online and may have continued to be assigned conversations until the session timed out.
Over time, this could have resulted in inaccurate or skewed analytics in Explore. It could also have negatively affected CSAT or NPS scores because end users might have been waiting for a while before an agent reached out to them.
If you’re participating in the Agent Statuses EAP, the agent connectivity feature changes the status of an agent to offline when it detects the following events:
- An agent closes the Agent Workspace without signing out
- An agent’s connection is disconnected
Why is Zendesk doing this?
The agent connectivity feature helps to more accurately reflect the actual status of agents and prevents conversations from being assigned to agents who are no longer available.
Since the Omnichannel Routing (OCR) EAP only assigns tickets to agents that are marked as online, and if you assume all agents close their browsers at the end of a day, does this mean that the first person to log in and mark themselves as online in the morning will get assigned all the 'overnight' tickets?
Steve Plichta, that should be the case, though the "Email capacity" and "Messaging capacity" limits would take care of it as expected.
The article above states "...the agent connectivity feature changes the status of an agent to offline when it detects the following events:
Does that mean that if my status is set to online, and I then properly log out (without changing my status to offline), that I will still be considered online and will be able to have email tickets assigned to me by the Ominchannel routing functionality?
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